What are the customisation capabilities?
There’s nothing that shouts ‘outsourced’ more than a receptionist working from an inflexible script. To give your clients the best service you need a provider who can create truly bespoke solutions to cater for all your call handling needs.’
Can they customise greeting phrases and call handling protocols for individual members of your organisations?
Can they create customised answers to FAQ’s, recognise frequent callers or VIP clients and treat them accordingly?
Hint: Ask if they have created their software in-house or if they use an off-the-shelf version – that should give you a clue
How good are the receptionists?
You are only as good as the people you employ so you need to know that the receptionists are second to none.
Telephone answering is more than just picking up the phone and greeting the caller, it’s a highly skilled, front of house, reputation making or breaking competence. You want to give your clients the very best experience so look for clear speaking, well-mannered people with a truly can do attitude and excellent multitasking and interpersonal skills. It’s worth asking how they are trained.
Ideally, they will have both a professional qualification (NVQ) AND ongoing in-house training to ensure they give you and your clients the best possible service.